Disputes happen, and we are here to help
We have fine-tuned our Gentle Nudge Material Recovery service to focus on patron and community relationships alongside keeping library shelves stocked. In effort to maintain your library’s relationship with your patrons, communication is a key aspect of our service. At Unique, we keep communication professional and well informed and ensure that we follow established guidelines to guide patrons through the process by making it as clear and easy as possible to help them return their accounts to good standing.
A Dispute is a communication that patrons may submit to Unique. Unique takes patron protection very seriously and we operate in line with the Fair Debt Collection Practices Act (FDCPA). This protection operates as a safeguard for all parties involved, and outlines best procedures for anyone who has been sent to collections. Most importantly for today’s topic, the FDCPA ensures protects the right to dispute, or contest, a debt.
How the Process Works
So, your patron has disputed their debt. When a patron disputes their debt, verbally or by written notice, two things happen: we are required to cease contact with the patron immediately, and a timer starts. This timer is set for 30 days, within which time we must verify that the debt does in fact exist, or that it does not (either due to errant information or the patron already having cleared their account). This is where you come in!
Our Disputes department will reach out to you requesting particular information on the patron’s account, including the amount of the debt and when the debt was accrued, in the form of physical proof most commonly satisfied by a screenshot of the patron’s account in your system, showing the overdue items and/or fines. After that, a few things can happen
- If we receive this information within that 30-day window, we can resume contact with the patron.
- If it appears that the patron was turned over to us erroneously, we will happily clear the account and return the patron to normal status!
- Finally, if the account sits for longer than 30 days without the verification we need, we will officially cease contact regardless of the account’s status in your system.
We take communication with your patrons seriously, and try our best to relieve stress from your staff’s shoulders when it comes to material recovery. As always, please reach out to your Customer Service Representative here at Unique if you have any additional questions!
-Written by Haley Laverty
Explore All Services
Solutions designed to improve patron communication, strengthen collection access, reduce staff workload, and support library growth.
Fine-Free Gentle Nudge
Recover long-overdue materials while preserving patron goodwill. Restore access, return items to circulation, and support the goals of a fine-free library.
Explore Recovery
MessageBee
Connect with patrons through email, SMS, and voice messaging from one library-focused platform. Improve outreach through the channels patrons use every day.
Patron Services
Expand patron support with live phone and chat assistance. Reduce frontline workload while providing timely answers and a better patron experience.
New Mover Service
Reach new residents soon after they move into your community. Targeted postcards build awareness, drive registrations, and help grow library membership.
Learn More
Material Recovery
Bring valuable materials back into circulation through proven library outreach. Improve collection availability while maintaining positive patron relationships.
Learn More
Verified Borrower Registration
Simplify online card registration through automated identity verification. Reduce staff work, improve data quality, and give eligible residents faster access.
Learn More
Automated Borrower Renewal
Renew eligible borrower accounts while validating patron information behind the scenes. Reduce repetitive tasks and maintain uninterrupted patron access.
Learn More
Explore All Services
Explore solutions that improve communication, increase efficiency, strengthen patron relationships, and support library growth.
View Every Solution